威斯汀顾客关系手册..doc

Objective In this training module, you will learn: Door service, greetings, and duties Valet services and duties Parking and retrieving vehicles Service Express Luggage Duties and posting positions Rooming the guest Checking and storing luggage Lost luggage procedures Handling guest package, flower, and gift deliveries Guest departure procedures Miscellaneous duties. Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Additional Resources ? Westin Brand Standards Manual ? HotelEXPERT Users Manual Timing First two weeks of training Why I Need to Know This The Service Express Ambassador performs a vital role in the overall success of the hotel. Two of the primary responsibilities are greeting guests in a welcoming manner and assisting them with the movement of their luggage. The Service Express Ambassador is a highly visible source of the information for guests. The Service Express Ambassador must be knowledgeable about the hotel and its operation and also should also be aware of the current events and activities in and around the city. The Service Express Ambassador is a valuable salesperson for the hotel. Guests develop their first and last impressions about the hotel and its service through the Service Express Staff. SERVICE EXPRESS DOOR SERVICES Greeting SED 1 – 01/01/02 The Door Ambassador plays a vital role in the success of the hotel. The primary responsibilities of the Door Ambassador are greeting arriving and departing guests and assisting with their luggage. The Door Ambassadors are often the source of the initial and final impression the guest receives, and therefore remain a lasting symbol for the hotel. STANDARD All guests arriving through the hotel’s front entrance will be appropriately greeted with eye contact and a smile when a guest is 10 steps away. The Ambassador also will greet the guest when they are within five